Title: Demonstrate conflict-resolution skills appropriate to a specific situation.
Course: Family and Human Services II (19999-II) > Section: Demonstrating Communication Skills

Demonstration should include role-playing an interaction that

- includes listening to and demonstrating understanding of various points of view in the conflict
- uses body language that assists in calming a situation
- uses language that helps resolve the conflict.

Demonstration should also include evaluation of the effectiveness of the conflict-resolution skills used.

Process/Skill Questions:

Thinking

- In a situation involving conflict, why is it important for a health services professional to listen to and understand all points of view?
- Why might body language be as important as words when trying to resolve a conflict?

Communication

- What types of speech are most effective when trying to resolve a conflict?
- How can a human services professional communicate to a client the need for compromise?

Leadership

- What leadership skills are needed by human services professionals to resolve conflicts?

Management

- In a conflict, when is it appropriate for a human services professional to solicit help from another professional?